Six SIGMA for Transactions and Service (Hardcover)

From the Publisher: Many of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma.|| Contents: Transactional Quality Benchmarks: Service Operations, Corporations and Industries * Service|Performance Indicators * The Service Crisis * Transactional|Six Sigma: Define and Develop, Measure and Trends,|Analyze and Improve, Embed * Designing for Transactional|Services: Actions of Service Design * Customer Driven|Transactional Processes * Designing Transactional|Processes * Optimize the Service Design to Ensure a|Robust Service Package * Transactional Business *|Human Capital * Implementing TSS, Six Sigma in|Transactional ProcessesMany of the Six Sigma methods successfully used in manufacturing are now being utilized in the transactional and service sectors. However, business-specific issues such as customer billing, order processing, and call center management require a modified set of problem-solving and analytical tools. This resource addresses those differences and provides a roadmap for impelementing "customer-centric" Six Sigma.|| Contents: Transactional Quality Benchmarks: Service Operations, Corporations and Industries * Service|Performance Indicators * The Service Crisis * Transactional|Six Sigma: Define and Develop, Measure and Trends,|Analyze and Improve, Embed * Designing for Transactional|Services: Actions of Service Design * Customer Driven|Transactional Processes * Designing Transactional|Processes * Optimize the Service Design to Ensure a|Robust Service Package * Transactional Business *|Human Capital * Implementing TSS, Six Sigma in|Transactional Processes